The complaint form stops asking questions that do not fit

The second step of a new complaint asked everybody the same things, as if every complaint were a purchase. Now it asks fewer, and words them to fit.

For you or for your business, first

That answer decides which law your complaint is built on, so it is now the first thing the step asks. Choose your business and you are no longer asked how you paid, because card protections like Section 75 are for consumers.

What is at stake, not what you paid

A parking charge you never paid, an invoice someone owes you and a refund you are waiting for are all money, but none of them is a purchase. The question now asks how much is at stake, and you can type it the way you write it: 88,83 and 88.83 both work, and typing a euro sign switches the currency to euros.

Payment details, when you need them

Where you paid and how now sit in one folded section with a line saying what you have already filled in. The question about booking sites only appears for travel companies and for sellers we do not know, and never when your complaint is against the booking site itself. The country lists cover the UK, the EU, the EEA and Switzerland, with “Somewhere else” for anything outside them, and if your profile already says where you live you are not asked again.